QASSAM DIAB – ITILv4
DOB: March 1st, 1985
Outgoing experienced Operations Manager with 13 years of
experience in Banking, Finance, and Petrochemical industries.
Seeking to leverage my technical and professional expertise to
grow in a new role of Management.
Education
University of Sharjah,2002-2007
B. Sc. in Computer Engineering
Skills
COMPUTER SKILLS:
MS Office 2010, VBA, C++,
PowerPoint, MS outlook, Adobe
Acrobat, Internet skills, Crystal
Report v11.X, MS SQL, MySQL.
P SKILLS:
- Self-study and research of latest
released technologies
- Technical writing and communication
skills
- Work under pressure
Certificates
- ITIL v4 Foundation Certificate in
IT Service Management
- Microsoft Certified Information
Technology Professional (MCITP)
- CISCO Certified Network Associate
(CCNA)
- Microsoft Sharepoint 2010
Medical UTC-LENEL CR1000 (ACCESS
CONTROL HARDWARE)
- UTC-LENEL CR2000 (ACCESS
CONTROL ESSENTIALS)
- UTC-LENEL CR3000 (ADVANCE
ACCESS CONTROL)
- UTC-LENEL CR4000 (DIGITAL VIDEO)
- UTC-LENEL CR7000 (ENTERPRISE
EDITION)
Nationality: Jordanian
Mobile: +966566143442
Email: q.diab@hotmail.com
LinkedIn: linkedin.com/in/diabqassam
Work Experience
Equipment and Technical Services Company L.L.C| Al-Jubail, KSA
Technical Operations Manager and Systems Engineer|Aug 2013- Present
Achieved Projects Amounts (USD 5 millions)
 Maintenance Contracts bid participation in costing, estimation, ending with
terms & conditions
 Successful man power control and planning on the OnCall/Duty teams
achieving 30% cost reduction.
 Developed data acquisition logic and flow charts within customized
Customer Relation Management system (CRM) to generate downtime reports,
spare parts consumption reports, and technical topics reports against
customer accounts
 Built Knowledge Base (KB) library on the CRM as an experience box to
eliminate the one-man-show issue
 Succeeded to deliver Test Environments of different systems in alignment
with latest patches and hotfixes before production deployment.
 Ontime alerts to customers for the latest patches and their prerequisits
with sufficient manufacturer newsletters about the importance of the patches
and impact of avoiding them.
 Implemented efficient Data Surveying, Performance Monitoring, and Health
Check Analysis system to produce effective reports to all decision makers for
needful actions
 Developed gap analysis Compliance reports with HCIS standards vs.
Enterprise IT standards over via scheduled auditing activities.
 Delivered IT High Availability solutions (NEC Cluster, VMware Vmotion,
Microsoft Cluster, Stratus everRun virtual cluster)
 Zero downtime plans for Servers Migration and Consolidation projects
 Zero downtime plans for PhysicaltoVirtual Servers transformation
 Delivered various solutions by architecting customer requirements to the
Professional Engineering Services for customizations processes.
 Set effective standardized troubleshooting steps which if failed to be
accepted to continue by Network, Cyber Security, and Infrastructure teams to
handle after our report.
 Cost and technical Effective solutions research
 Built effective interview checklist to evaluate candidates in different
technical fields
Executed Projects:
 (SABIC) – AMN Enterprise System
 (Saudi Aramco Shell Refinery)
 Gulf Farabi Petrochemical

Awards
- Certificate of Appreciation for
providing a recovery solution
against major incident in the
access control system | Saudi
Aramco Shell Refinery SASREF
- Certificate of Appreciation for
Upgrading SABIC Enterprise
Security System within one
month with minimum planned
downtime meeting SABIC
expectations | Equipment and
Technical Services Company
- Certificate of Appreciation for
handling Al Arabi Capital IT
infrastructure in well manner and
handling users’ IT requests and
incident meeting their response
expectations | Arab Bank- UAE
Languages
Arabic - Mother tongue
English - Very fluent
Arab Gulf-Tech FZ-LLC | Arab Bank PLC| Dubai, UAE
Computer Engineer, IT Process Specialist| March 2011- April 2013
Achievements: Renewals for Projects Amounts (USD 2 millions)
 First Line of End-Users incidents/ requests supports
 SLA monitor and administering E-Ticketing System solution
 Follow up with IT vendor’s materials and services supply
 Automate Post Closure Verification with end-users after their ticket closure
 Automate Forms Workflow
Al-Arabi Capital (AB Capital) | Arab Bank PLC|DIFC, Gate Village
Network Engineer| July 2009- Jan 2011
Achievements: Renewals for Projects Amounts (USD 7 millions)
 Administering the office network and infrastructure (Cisco devices,
Microsoft platforms, and MFP HP printers).
 Managing and maintaining the organization IT security as per the Arab
Bank Group standards policies and procedures.
 Troubleshooting network problems and connectivity issues in multi-
protocol Ethernet networks.
 Day to day administration of the LAN, WAN, and Microsoft platforms and
infrastructure (DC, MS
 Exchange, MS ISA, MS SMS, IBM servers, and ArcServe Backup and
replication tool)
Scope Information Systems| Dubai, UAE
Computer Engineer| Feb 2007- June 2009
Achievements: Renewals for Projects Amounts (USD 300,000)
 Microsoft Windows Server 2003 active directory & administrator
 VMware virtual machines
 Microsoft windows XP / Vista Administrator
 Troubleshooting mail server problems and network printers
 Blue coat firewall device installation
 Taking orders of IT items and system designs
IT Trainee Student| Sep- Nov 2007
Achievements: Scored Completion for Project Amount (USD 1 million)
 Patch panels and cabinets installations
 Pulling cables avoiding 90 meters long with cat-6 and 200 meters long
with fiber optic cables
 Cable termination (Fiber and Ethernet)
Testing with FLUKE and drawing by AutoCAD
Emirates Computer Company (DELL)|Dubai, UAE
IT Trainee Student| Jun- Jul 2007
 General DELL Desktops, Tower PCs, and Laptop HW Maintenance works
 DELL Software Factory Reset for Desktops, Tower PCs, and Laptop
 Customer DELL items deliver in UAE